Extend Ticket Data (Dynamic Fields)

Dynamic fields extend the capability to collect additional data within your tickets. Dynamic fields can be connected to not just tickets, but any objects within the system. Each dynamic field has, in addtion to it’s object, a specific type and a specific configuration.

Note

Installing add-ons may also introduce additional types or objects with them.

Each field has it’s own set of configuaration options. It starts with the basic options, for each field.

Dynamic Field General Settings

These are similar and contain the following options.

Dynamic Field Objects

Ticket

These can be used with ticket objects and is the default choice for most cases.

Article

These are attached to individual articles. Currently, they cannot be used for searching or statistics.

Customer

These can be attached to customer objects. It requires a mapping within Kernel/Config.pm

Customer User

These can be attached to customer user objects. It requires a mapping within Kernel/Config.pm

Dyanmic Field General Options

Depending on the field type, you will have the following options.

Option	Desorption	Field Type
Name	Machine readable name used in configuration system wide.	All
Label	Human readable and translatable name.	All
Default Value	The value shown if no value has been set.	All
Possible Values	A key => value pair for selectable Values	Dropdown Multiselect
Show Link	A link to jump to an external URI.	Dropdown Date DateTime Text
Preview Link	A link to preview a resource in a hover over window.	Dropdown Date DateTime Text
Check RegEx	Regular Expression to validate input	Text TextArea
Default Date Difference	Difference in seconds from now	Date DateTime
Years in the past	Limit the number of past years allowed	Date DateTime
Years in the future	Limit the number of future years allowed	Date DateTime
Restrict dates	Restrict input of future or past dates	Date DateTime
Number of rows	Number of rows shown (Height)	TextArea
Number of columns	Number of columns shown (Width)	TextArea

Descriptions are in the add/edit forms as seen in the screens below.

Dynamic Field Types

• Web Service
  • Requirements
  • Invoker Types
  • Specific Event Data
  • Return Value Mapping
  • Configuration
• Checkbox
• Date
• Date/Time
• Dropdown
• Multiselect
• Textarea
• Text

Configuring Screens

We’ve taken the guesswork out of finding the correct system configuration in order to configure the dynamic fields to be used within screens. Using the following module, you will be able to configure the viewable fields for overviews and screens per drag and drop.

Note

This only applies to fields which belong to the ticket object.

• Dynamic Field Screens
  • Select / De-Select elements
  • Import / Export